Phased rollout This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Automating cases

As a case business analyst, you can automate the manual processes in cases by performing certain configurations. The automated configurations ensure that when a case is created, the values that are defined in the configurations are automatically applied to the case.

Example of automating case assignment

Every time a case agent creates a case, the case agent has to manually assign the case to a support group or an assignee. Because this task occurs frequently, you can automate assignments for cases so that the case agent does not have to spend time on assigning the cases manually.

Related topics

Automating-tasks

The following table lists the actions that you can take to automate cases:

Action

Reference

Automate the flow of cases for different lines of business.

Define assignment mappings for automatic assignment of cases.

Configure automated status transition for cases to change their status automatically.

Configure user phone systems so that when case agents receive calls from a configured phone system, Quick Case opens automatically with pre-populated user details.

Enable automatic resolution of cases on completion of the last task so that cases are resolved automatically.

Automate case activity updates by using the Add Social Post, Add Ticket Post By Rec Def elements.

 

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